ZenDesk REST API

4 Commentaires

  • Dan Cooper
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    Hi Adrian, 

    Your description makes it sound like you are working in a UI that is not within Zendesk but is displaying Zendesk data in a way that is custom for your team. If the tool is external, could you build your own presence functionality into your app without having to rely on Zendesk's collision detection?

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  • Adrian Corcoran
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    Thank you for your comment and suggestion Dan :) So we are building something externally, but more to add in extra capabilities for our ticket queue that are lacking / not possible within ZenDesk itself. We are not looking to recreate ZenDesk :), simply to add extra features and then link to and bring them straight back to ZenDesk to work on the ticket. (i.e. they wouldn't be working on the ticket in the external app, they would still be using ZenDesk). That's why we need to access the collision detection from outside ZenDesk. The extra functionality we need is simple enough, but not enough to justify rebuilding all the functionality of ZenDesk into the app :)

    If this piece of data was added to the REST API though it would be awesome and allow so much more integration with ZenDesk itself :)

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  • Dan Cooper
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    It may be worth considering the Zendesk App Framework for some of these.  You can still use your API work within the apps, but you'll have access to additional endpoints like the one you described above.  You could have that Zendesk App speak to your external app in some cases.  I think you'd still have to have the ticket open in order to work off of the events for ticket collision, but it may be a way to bridge the gap and get the best of both worlds. 

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  • Adrian Corcoran
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    Thank you for the suggestion Dan, worth having a look anyway :)

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